Sales Team Leader

4 days ago

Cheltenham, United Kingdom Re Resource Group Full time

**Sales Team Leader (Reservations Team)**

**Cheltenham**

**£25-30k DOE**

We are one of the UK’s leading tour operators of group travel offering exciting and diverse value for money tours, ranging from short breaks, classic seaside resort holidays, heritage tours, London theatre breaks, Sporting, Family and Tribute breaks, and European holidays, including Cruises, through a number of distinct brands.

We are looking for an experienced Sales Team Leader to drive sales and the performance of the Reservations’ team along with supporting the team on a daily basis. The main duties for this new position who will drive the performance and vision of the Reservations’ team will include the following:

- Take action to improve the primary KPIs for individuals and the team (Add-Ons / Productivity / Booking Quality / Customer Feedback / Telephony Performance);
- Manage real-time performance of the team using Avaya/Content Guru supervisor tools to maintain SLAs;
- Create an environment of continuous improvement by responding to queries from the team and looking for the root cause and possible training and development needs;
- Ensure the team are working on the right value adding activities during quiet periods;
- Feed back to consultants on Call Observations with a view to providing sustainable change;
- Coach and optimise the performance of all individuals in the team regardless of current abilities;
- Have credible performance in all areas when the need arises to go on the phones;
- Produce statistical data and reports to manage and develop the team and overall team performance using insight from the data;
- Create development / action plans for under-performers and also progression plan for people with a desire to progress;
- Hold monthly performance reviews with the team and maintain consultant dashboards;
- Handle escalated customer calls that can’t be handled at source;
- Cascade new information out to the team ;
- Monitor avoidable contact within the team and feedback to the Head of Customer Contact with suggestions to improve/change;
- Attend daily, weekly and monthly planning meetings with the Head of Customer Contact and HR Director;
- Keep the Head of Customer Contact and HR Director up to date with any upcoming plans or challenges or risks to service levels.

This is an exciting and fast paced role, so will suit someone who is eager to succeed individually and set an example to the team. Previous experience of team leading a KPI driven sales’ or customer service team is essential along with the ability to communicate at all levels. Previous experience of telephony systems is desirable as well as being able to use reporting and data to improve the performance of the team. Good attention to detail along with solid MS Office skills, this is a really exciting role for someone eager to help the company in its ambitious growth plans.

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